A Frame Work for Customer Relationship Management in Nigerian Banks Using Data Analytics

One of the most crucial challenges that Nigeria banks have to face is in the jurisdiction of customers’ satisfaction. Customers’ satisfaction has become one of the most important factors of success in today’s banking industry in Nigeria. Today Nigeria banks customer’s increases every day, as it is essential for many Nigerian to have proper savings with any bank of their choice; if the performance of bank falls short of their expectations, the very survival of such bank would be difficult. In this paper, a   framework for customer relationship management for Nigeria banks using big data analytics approach was developed. Qualitative research was used to identify customer satisfaction through customer management system information publish annually.  The data were collected from complaint data for financial report 2017 from the Customer Relationship Management System for WEMA Bank Plc. The data were analyzed using excel spread sheet and later converted into CSV and ARFF file format respectively. Data were  exported into WEKA for data analytics which then generated results. The formulated hypotheses are subjected to empirical test using Logistic regression and Machine learning. This new strategy provided solution of these problems identified.  Keywords: Data Analytics, Linear regression, Banking,  Customer Satisfaction